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February 2024 by David and Shirley Harrington
I dropped my car of on Thursday afternoon for an inspection. (My daughter needed the vehicle to drive home to Northern Virginia on Monday.) When I didn't hear from them on Friday or Saturday - and they wouldn't answer the phone Monday morning - my husband drove me up to check on it. When I checked in at the counter Noah (I think that is his name) looked it up in the computer and said, "it's closed out so it's ready". I asked him why it still had an outdated sticker on the window. He checked in the back and then told me "they forget to change the sticker". They pulled the car into a bay and I could see it go up on the lift. Noah returned to the counter and said "you don't owe me anything - it was not inspected." I was so upset. He just handed me the keys and considered it over. I went outside and then returned to the counter and said, can't you get it inspected before 2:00 today? He said no - we have all these cars in front of you. I asked - did all of these cars arrive before Thursday? He said "I don't know." I told him - "someone made a mistake somewhere - and you are making no attempt to make this right." NO RESPONSE. We have been taking our vehicles to AAA for several years. This was our last visit. AAA does not care about customer service.UPDATE: The "Owner Response" is the same on all reviews. It was already stated that we have been customers there for years. Our name is published. If this "Owner" was truly interested in making anything right - they have the information available to contact us. NOT PUBLISH FOR US TO CONTACT THEM!
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February 2024 by Lois Withers
They absolutely dismissed me coming in without an appointment to ask questions about a trip. I posted my experience publicly and they reached out and said someone would call me from there. I'm still waiting for the call. Total disregard and no loyalty to a customer if 30 years. Would not recommend them.
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February 2024 by D. Carter
Had my car towed in on a Saturday morning for a repair in the Monday came I called they said they looked at the car I came Tuesday the car was never looked at then they said it couldn't be worked because someone worked on it before . A hose was installed . So they couldn't work on it.
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February 2024 by Ruth Felsen
I went in without an appointment because I had a branch stuck under the car that was dragging on the ground and that I had been unable to remove. They took care of the problem quickly and didn’t even charge me. Staff was very professional.
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December 2023 by Jordan Collins
Was told they'd be happy to take tires off my current wheels and move them to a new set I had just purchased, said I'd call back once the hub rings and new lug studs I needed had arrived, called back and now all of a sudden I'd have to buy brand new tires for them to install them when current tires only have 13k miles on them.
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November 2023 by Al Fe
1 star for repair shop and their bad customer service. We brought the vehicle on Tuesday early morning to get the state inspection done. We were promised that it will be complete by the EOD Wednesday. On Wednesday at 4:30pm I called to check on the status only to learn that the car is still "in the queue" and will not be ready as promised. Since we needed the car wednesday evening, I've asked to pick it up for the evening and return next day first thing in the morning, but was told that our waiting time will reset and we will have to wait again. The manager "Alex" thinks "it's not fair for the other customers" dismissing the fact that they already broke their promise and nobody would be working on the car during the night. We've been using this location for several years but I cannot recommend it anymore.
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August 2023 by Joey Diaz
Useless warranties. Complete front brake job done. 9 months later need another complete brake job. But the funny thing is something went wrong with another part and voided my warranty. But if I spend over 3k they'll as a courtesy honor the warranty. Sorry I can only afford to spend 1700 now I'll get new tires next month. Kids just went back to school gotta watch the budget. Sorry since you're not doing everything screw you.
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August 2023 by Carol G
I don't know who is in charge of the auto repair department but someone certainly needs to review the policy on customer service and accountability. I tried a few times to have my car brakes checked. I called the Swift Creek location on Hull Street and spoke with Noah who made an appt for me the following morning. When I arrived, there was no record of my appt. Apparently, Noah never wrote anything down. They were too busy to help me . Next time, I called the location and spoke with a lady who made an appt for me a couple of days later at noon. She sent me a text for confirmation. However, when I arrived at the Hull Street location, again there was no record of my appt. I showed the text confirmation to the man behind the counter. He said, it was a central scheduling center that I spoke to and they never forwarded the appt to him. He further said all the mechanics take lunch from 12-1 so the lady should not have scheduled anything. He said they were booked solid but I was welcome to drop off my car just in case they could squeeze it in...but not likely. I said no thanks and left. I will not step foot in that building again. No way. Very unprofessional and incompetent staff.
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July 2023 by GEOFFREY WERTZ
My son had his car towed here. They found it out of oil. They inspected the engine ($500), and proceeded to do $1200 more work. When finished, they said that they couldnt fix the engine oil leak...only Honda could. We spend $1771 and the car doesnt run any better than when we took it in. Yes, we feel like we were ripped off. Sorry that its a AAA place, they are usually trustworthy.
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July 2023 by Janine Cole
I should have heeded the early signs as two separate oil changes the tires were not rotated, even though we specifically requested them to be. My last oil change they crimped the filter, it had little holes in it from being wrenched when it should never be wrenched, only hand tightened and the slow leak became a major leak and covered the entire undercarriage of my car. I am grateful and they are lucky I was not travelling long distance. It has taken me a long 4 months and many phone calls to get rembursed for the oil change and supplies and still they only reimbursed me half. I will never return and will be sure nobody I know and care for seeks car care here. Dangerous decision.
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May 2023 by Rick Erickson
Great service. Got a new EZ pass there. Only took minutes. Nice folks..
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April 2023 by Kenneth H
Good experience with having to have my AAA battery charged, but I ended up with a new battery. Helpful and knowledgeable staff.
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March 2023 by J.D. Phillippi
Took four hours to diagnose a starter issue(when that was the obvious place to start for a car that wasn't starting properly) so it had to stay over the weekend. Arrived at the shop at 3:45 pm on Monday to be told that it should be ready Tuesday morning. They've had this car for over 12 hours while open for business. The attitude I got was that my frustrations were an annoyance to them. Once I'm sure this repair is done properly (of which I have serious doubts at the moment) I will avoid this place like the plague. I'd give them no stars if I could.Update - The shop reached out to me and we had a very honest and open discussion. A lack of communication was identified from thier end, and I discovered that there were issues beyond thier control at play as well. Not a perfect experience, but outstanding follow up.
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March 2023 by Virginian
We have a membership with AAA so I went to the Harbor Pointe, Hull Street Road location to drop off my 2017 Taurus for inspection. I was greeted and waited on promptly. I was told it may take a couple of days for the inspection as it was the last day of the month. The afternoon of the next day it was ready for pickup. It passed and nothing had to be repaired, however, they did let me know there were 2 things that needed to be addressed and did I want them to take care of them. I declined as I like to repair the things I am able to do. They were understanding and polite about everything, I paid the $20 inspection, and left. This was a good experience and I recommend this location.
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March 2023 by Four Two Six
I have been going here for several years on multiple vehicles for my state inspections, very reliable. I am always advised to leave my car overnight(which is fine since I’m working at home) and I do. However for simple state inspections, I do understand that there is little to no revenue generated since it’s less than $25 and take 30-40 minutes, but i should not have to have my vehicle dropped on Wednesday and picked up on a Monday.
